Benoît Gaillard drives customer experience innovation at Caterpillar as CX Manager, specializing in digital transformation and AI adoption. He focuses on developing AI-powered solutions to enhance global aftermarket services and customer engagement. His expertise spans e-commerce strategy and generative AI implementation, where he leads initiatives to optimize marketing operations and deliver data-driven customer insights. Benoît is part of the Caterpillar's AI task force in shaping the future of customer service through innovative technology solutions.

Benoît Gaillard drives customer experience innovation at Caterpillar as CX Manager, specializing in digital transformation and AI adoption. He focuses on developing AI-powered solutions to enhance global aftermarket services and customer engagement. His expertise spans e-commerce strategy and generative AI implementation, where he leads initiatives to optimize marketing operations and deliver data-driven customer insights. Benoît is part of the Caterpillar's AI task force in shaping the future of customer service through innovative technology solutions.

Benoît Gaillard drives customer experience innovation at Caterpillar as CX Manager, specializing in digital transformation and AI adoption. He focuses on developing AI-powered solutions to enhance global aftermarket services and customer engagement. His expertise spans e-commerce strategy and generative AI implementation, where he leads initiatives to optimize marketing operations and deliver data-driven customer insights. Benoît is part of the Caterpillar's AI task force in shaping the future of customer service through innovative technology solutions.

Offered an industry perspective on AI adoption in marketing. He emphasized aiming for better outcomes rather than just more content, highlighting AI's potential to enhance expertise and knowledge. Gaillard discussed using AI to generate synthetic expert personas, extract insights from diverse data sources, and automate processes like price elasticity studies. He stressed the importance of validating AI-generated insights against traditional data. For AI adoption, Gaillard emphasized the need for intellectual curiosity in organizations. He addressed barriers like fear of skill obsolescence and control loss, suggesting leaders foster curiosity through humility, generosity, and creating space for experimentation. Panel: Emphasized transformative possibilities in safety and efficiency through AI in heavy industries like mining.

Offered an industry perspective on AI adoption in marketing. He emphasized aiming for better outcomes rather than just more content, highlighting AI's potential to enhance expertise and knowledge. Gaillard discussed using AI to generate synthetic expert personas, extract insights from diverse data sources, and automate processes like price elasticity studies. He stressed the importance of validating AI-generated insights against traditional data. For AI adoption, Gaillard emphasized the need for intellectual curiosity in organizations. He addressed barriers like fear of skill obsolescence and control loss, suggesting leaders foster curiosity through humility, generosity, and creating space for experimentation. Panel: Emphasized transformative possibilities in safety and efficiency through AI in heavy industries like mining.